Jane Parker

• Developed live data dashboards and reporting systems to enhance financial oversight and reporting across multiple departments.
• Championed change management initiatives within the organization to ensure smooth transitions during periods of growth or restructuring.
• Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
• Collaborated closely with various department heads on strategic planning initiatives to ensure alignment between business goals.
• Drove digital transformation efforts within the organization by implementing advanced technology solutions that streamlined workflows and improved customer experience.
• Enhanced employee engagement and satisfaction through the implementation of comprehensive training programs and performance management systems.
• Oversaw business-wide changes to modernize procedures and organization.

• Leadership and management of all Hardship teams in New South Wales (3 direct, 30 indirect FTE)
• Creating and fostering an environment of performance improvement to reduce operational expense, delinquency and capital provisions
• Identifying and undertaking analysis of a range of metrics and trends, and make recommendations to strategy
• Providing innovative and strategic approaches to service delivery and process improvement
• Managing the resolution of escalated customer and stakeholder issues across the teams
• Fostering an environment of risk-aware behaviours by ensuring adherence to operational risk framework at all times
• Built out National Hardship Teams, across multiple State sites
• Assisted in defining, implementing and delivering the end-to-end operations requirements, policies, procedures and work instructions
• Grew local and national partnerships with key external organisations to fulfil strategic goals
• Worked with relevant internal stakeholders to build out a training framework for new staff
• Established Framework for Disaster Recovery Meetings to provide fast local support to our customers during natural disaster.
• Spearheaded process improvements, resulting in increased productivity and reduced operational costs.

• Led a team of 15 FTE in the Wealth and Superannuation space
• Successful delivery of multiple remediation projects
• 73% improvement to SLA's within six months & 100% within 12 months
• Significant cross-training and up-skilling to reduce key-man risk within the business unit
• Optimized staff performance with ongoing training programs, fostering a culture of continuous improvement.
• Created comprehensive reports for senior leadership, providing insights into business performance and areas for improvement.
• Consistently met or exceeded departmental goals by closely monitoring KPIs and taking corrective actions when necessary.
• Improved operational efficiency by streamlining processes and implementing new systems for business services management.
• Led change management initiatives to support organizational growth while minimizing disruption to daily operations.
• Oversaw the implementation of new technology solutions to enhance productivity and streamline operations.

• Provide coaching and leadership to a team of commercial bankers
• Developed comprehensive training programs for new hires, ensuring a strong foundation in banking principles and practices.
• Boosted client retention rates by conducting regular account reviews to identify upselling opportunities and address any concerns or pain points proactively.
• Represented the bank at networking events and conferences, promoting brand awareness within the community while generating leads for potential clients.
• Grew direct revenue through increasing deposit and lending FUM and effective margin management
• Understand income from peripheral products and harness opportunities for uplift
• Developed internal procedure for managing deteriorating credit and best practice for loss minimisation
• Structured and finalized secured and unsecured loans.
• Expanded market share within the region by identifying growth opportunities and establishing strategic partnerships with local businesses.
• Negotiated favourable terms for high-value clients during contract renewals, contributing significantly towards increasing overall profitability levels.

• Motivated multiple branch teams to achieve results and develop their skills.
• Educated staff on organizational mission and goals to help employees achieve success.
• Maximized output by improving processes and utilizing strong organizational skills for effective time management.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Applied specialist knowledge to ensure all acquired debt met risk appetites, policies, and legal and regulatory requirements.
• Achieved and exceeded revenue growth targets through Commercial and Retail Lending.
• Conducted detailed analyses of business financials to understand cash flow dynamics and future earnings projections.
• Managed and influenced customer expectations through effective engagement with internal and external stakeholders.
• Established strong relationships with key stakeholders through effective negotiation and collaboration techniques.
• Ranked in the top 5 nationally for sales performance.

• Led retail branch teams of 8-15 FTE
• Increased customer satisfaction by implementing efficient strategies for resolving issues and addressing concerns.
• Managed risk effectively by closely monitoring financial transactions and ensuring compliance with company policies.
• Enhanced employee morale and reduced turnover with team-building activities, regular feedback sessions, and professional development opportunities.
• Boosted sales performance by training employees in effective selling techniques and product knowledge.
• Optimized branch productivity through continuous improvements in processes, procedures, and staff training initiatives.

2005 - 2006 - Commercial Lending Operations

2003 - 2005 - Mortgage Operations

2001 - 2003 - Branch Manager